Vice President of Customer Feedback Management

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

Job Title: Vice President • Customer Feedback Management

Job Summary:

We are seeking a highly experienced and skilled Vice President to lead our Customer Feedback Management team. The successful candidate will be responsible for monitoring team services quality, driving team transformation, and uplifting team productivity.

Key Responsibilities:

  • Monitor team services quality and drive team transformation to achieve effective work processes and uplift team productivity.
  • Provide guidance to team members to ensure complaints are handled professionally according to bank standards, internal policies, and regulatory guidelines.
  • Support and monitor case handlers to perform case investigation and analysis on complaints cases and liaise with internal stakeholders to identify areas of improvement.
  • Carry out process improvement via root cause analysis and trend analysis.
  • Review complaints and liaise for best resolutions with a balance among customer satisfaction, regulatory expectations, and bank's position.
  • Prepare MIS reporting in accurate and timely manner with clear and insightful presentation to drive decision-making.
  • Responsible for providing monthly complaint data analysis, presentation material for senior management oversight of bank's complaint trend and services quality.
  • Responsible for supporting ad-hoc projects or additional assignments related to complaint issues to comply with internal or regulatory requirements as they change from time to time.

Requirements:

  • Minimum 10 years' experience in banking industry with all-rounded knowledge on banking products, processes, and regulatory requirements.
  • University Degree holder, preferably in Economics, Finance, or Banking is an advantage.
  • Good knowledge in Investment and Insurance product and experience in handling Investment and Insurance complaint cases would be preferable.
  • Well-developed interpersonal and communication skills; complaint handling experience is an advantage.
  • Capability and experience in analyzing data from control perspective; strong presentation skills.
  • Fluent Cantonese and English.

About DBS Bank:

DBS Bank is a leading bank in Asia, committed to helping our customers realize their dreams and ambitions. We offer a competitive salary and benefits package and a dynamic environment that supports your development and recognizes your achievements.

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